Customer Support Specialist

Sage; Vancouver; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

A leading software development company is seeking a Customer Support Specialist to provide exceptional service to customers. This hybrid role requires proficiency in both English and French, along with strong problem-solving skills. You will help customers maximize their use of Sage products while collaborating with team members to ensure high service standards.

Qualifications

• Experience in a customer service role.
• Proficiency in English and French (verbal and written).

Responsibilities

• Provide structured solutions that resolve queries on first contact.
• Collaborate with team members to discuss performance and challenges.
• Engage with Sage’s technology to understand products.

Skills

Customer Service

Problem-Solving

Communication

Job description

Join to apply for the Customer Support Specialist role at Sage.

Job Description

This role has a specific remit to support Sage customers by delivering exceptional customer service in an efficient and professional manner, instilling confidence in our products and services. Technical support involves developing an in-depth knowledge of the Sage portfolio, helping customers understand and maximize their current Sage products, and understanding their business needs to identify additional Sage solutions that could support their growth.

Additional Details

• This is a hybrid position: 3 days/week in office.
• Bilingual: French/English is a must.

Key Responsibilities

1. Handle calls effectively, providing structured solutions that resolve queries on first contact.
2. Understand customer businesses to generate leads by recommending suitable products/services.
3. Collaborate with team members through daily huddles to discuss performance and challenges.
4. Ensure high standards of customer service and call quality at all times.
5. Develop questioning techniques to gather comprehensive information from customers.
6. Continuously improve own and colleagues' knowledge using Sage Learning and coaching resources.
7. Engage with Sage’s technology to understand and become part of our innovative journey.
8. Develop a thorough understanding of all Sage products and services over time.

Must Have

• Experience in a customer service role.
• Ability to listen, react, and ask open questions during calls and chats.
• Proficiency in English (verbal and written).
• Proficiency in French (verbal and written).

Preferred

• Experience with Sage products and services.
• Experience working with operating systems and computerized applications.

Key Personal Attributes

• Exceptional problem-solving and troubleshooting skills.
• Customer-centric with adaptable communication styles.
• High integrity and a drive to exceed expectations.
• Curious and resourceful in resolving customer issues.
• Positive attitude towards change and innovation.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Software Development